Complaint Rate

The Complaint Rate Analysis Report is a summarized version of the Complaint Report and can be used to identify problem routes.

Note: Only complaints with a complaint code flagged as a delivery complaint (see Complaint in the Setup Manual) will be included in the Delivery Complaint columns.

To produce this report:

• Select Complaint Rate from the Management menu to display the Complaint Rate Analysis window.

  
• Click Add and complete the following fields.

  Field	Type	What to enter
  PRODUCT	setup	Enter the publication to include in this report (enter “*” to multi-select publications).
  START DATE END DATE	date	Enter the date range to be covered by the report.
  SELECTION TYPE	predefined	Indicate whether this report should include a particular district, zone, region, or area, or all indicate all routes.
  DISTRICT OPTION	predefined	If a district should be sorted by district manager, enter detail here. Otherwise enter summary. If you select “detail”, information for old and new district managers will be reported separately.
  SELECTION	setup	Enter a particular district, zone, region, or area (depending on the selection type entered above) to include in the report, or enter “*” to multi-select. This field is inactive if the report type is “all”.
  DELIVERY TYPE	predefined	Enter the route type you want included in the report, or enter “*” to multi-select route types. Only routes with the selected route types will appear on the report. See Route Type in the Setup Manual for more information.
  COMPLAINT CODE OPTION	predefined	The reason code for a complaint can be changed after the complaint is processed. In this field, indicate whether to use the actual reason code for the complaint on the END DATE entered above, or the complaint’s current reason code.

• Click OK and then Continue to produce the report.

Understanding the Complaint Rate Analysis Report

This report lists all routes for the publication(s) selected. Each route’s delivery type, total draw for the report period, and number of complaints is shown. The complaints are divided by 1000 to get the complaints per thousand figure. Notice that the report lists delivery complaints separately (when a complaint code is set up, it is defined as delivery or non-delivery related). Also, since the complaint code can be changed after the complaint is processed, the report distinguishes between original delivery complaints (at the time of the End Date) and current delivery complaints, and lists the number of delivery complaints whose complaint code was changed.

Note: If a complaint was inadvertently entered as a delivery complaint or vice versa, you can change the complaint code after that complaint has processed (if you have security to modify a processed complaint code).

Example—Complaint Rate Analysis Report